Salary is between £30,000 to £35,000 depending on experience. Please note this is an office-based position.
Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice.
Your Key Responsibilities include:
Team Leadership & Development
Lead, coach, and support Customer Service Team Leaders and Advisors
Conduct regular one-to-ones, performance reviews, and appraisals
Drive a high-performance culture through strong leadership and engagement
Oversee recruitment, onboarding, and training of new team members
Manage performance and address escalated HR matters in line with company policies Operational Management
Support the smooth day-to-day running of the Customer Service function
Ensure timely and accurate handling of orders, enquiries, and communications
Monitor and drive performance against KPIs and SLAs
Manage escalated customer issues, including complaints, delivery failures, and service delays
Analyse performance data, customer trends, and operational metrics to inform decision-making
Contribute to process improvements and service enhancement Cross-Functional Collaboration
Work closely with internal teams including Operations, Supply Chain, Purchasing
Coordinate stock availability, delivery schedules, and bespoke customer requirements
Liaise with external stakeholders and internal departments to ensure seamless service delivery Stakeholder Engagement & Continuous Improvement
Attend management and supplier meetings, feeding back key insights and actions
Cascade key updates and operational changes to the Customer Service team
Support the development and implementation of new processes and improvements
Monitor service performance and contribute to ongoing service optimisation As the Customer Service Assistant Manager, you will have:
Proven experience in a Customer Service supervisory or Assistant Manager role
Strong leadership and team development skills
Experience managing performance, KPIs, and SLAs
Confident handling escalated customer issues and complex queries
Excellent communication and stakeholder management skills
Strong organisational skills with the ability to manage multiple priorities
Analytical mindset with the ability to interpret and act on performance data
Proactive, solution-focused approach with a strong customer service ethos
Experience in a fast-paced, cross-functional business environment
Salary description
£30000.00 - £35000.00 per year